Shopping — returns, sizes & complaints — Unit 26, Pre-intermediate to Intermediate English
Return and exchange items, talk about sizes and fit, and complain politely.
Reading: The Faulty Kettle
Last month, I bought a new kettle from a large electronics shop in the city centre. Three days after I brought it home, the kettle stopped working. The heating element was clearly **faulty** — it made a strange clicking noise and did not boil water at all. Fortunately, I had kept my receipt, which would serve as **proof of purchase**.
I returned to the shop the following morning and explained the problem to a sales assistant. I said politely, "**Is it possible to** get a **refund** for this? The item is **faulty** and I have my receipt." The assistant examined the kettle briefly and confirmed the fault. However, she explained that the store preferred to offer an **exchange** rather than a cash **refund** in the first instance, as this was their standard policy.
I asked whether the same model was still available, but she informed me it was currently **out of stock**. She then suggested I choose a different model at the same price. I was uncertain at first, but she pointed out that the new model had a longer **warranty** — two full years instead of one — which was clearly a better deal.
In the end, I agreed to the **exchange** and selected a more modern kettle at no extra cost to me. The assistant processed the transaction quickly and issued a new receipt. She reminded me that if the replacement also developed any problems within the **warranty** period, I could return it again with my **proof of purchase**.
The whole process took fewer than fifteen minutes. I was genuinely impressed, particularly because I had stayed calm and polite throughout. Keeping **proof of purchase** and understanding the store's policy makes any return or **exchange** far simpler to handle than most people expect.
There is a postscript to this story.
Eleven months later, the replacement kettle also failed — the lid hinge broke. I nearly did nothing about it, because I assumed a broken hinge was my own fault and would not be covered by the **warranty**.
My sister told me to take it back anyway. I did, expecting an argument. There was none. The assistant checked the date, found I was well inside the two-year **warranty**, and offered a full **refund** rather than another **exchange**, because that model had been discontinued.
Two things are worth taking from this. I would have thrown away a valid claim purely because I assumed it would be refused. And the longer **warranty** — the thing I nearly turned down at the counter — was what actually mattered eleven months later.
I now keep every receipt in one envelope in a kitchen drawer.
Vocabulary from this unit
| Word / phrase | Meaning | Example |
|---|---|---|
| refund | money back | I'd like a refund, please. |
| exchange | swap for another item | Can I exchange this for a larger size? |
| faulty | not working / damaged | The zip is faulty. |
| fitting room | place to try clothes | The fitting room is on the left. |
| out of stock | not available | That size is out of stock. |
| warranty | guarantee of repair | It's still under warranty. |
| Word / phrase | Meaning | Example |
|---|---|---|
| It doesn't fit | wrong size | I'm sorry — it doesn't fit. |
| a size larger / smaller | different size | Do you have a size larger? |
| I'd like to return this | start a return | I'd like to return this, please. |
| Is it possible to…? | polite request | Is it possible to get a refund? |
| speak to the manager | escalate | I'd like to speak to the manager. |
| proof of purchase | receipt | Do you have proof of purchase? |
This is the free sample from this unit. The full unit adds 1 more reading passage, comprehension questions with an answer key, the listening exercises, flashcards for the vocabulary above, and a speaking task — with your progress tracked so the next unit unlocks when you are ready for it.
Common questions
What level is this unit?
Pre-intermediate to Intermediate — roughly CEFR A2–B1. If you are not sure of your level, the course places you with a short diagnostic before you start rather than making you guess.
Do I need to pay to use this?
The reading passage and vocabulary on this page are free to read. The rest of the unit — the remaining passages, the exercises, the listening, the answer key and the progress tracking — is part of the paid General English course.
Is this British or American English?
British English spelling and vocabulary, which is what most learners in Azerbaijan are taught and what IELTS expects, though both are accepted in the exam.